Planned Component Replacement (PCR) / Major Works Manager

Location:  Zambia
Contract Type:  Permanent contract
Job Description available in English
About BIA

BIA Group is active in the sales, rentals and after-sales services of equipment intended for public works, mines, quarries and transport. The Group operates in Europe, Africa and Asia and has more than 1300 enthusiastic employees.

Summary

For all Komatsu product lines represented, the aim of this position is to :
• Provide advanced technical expertise on all breakdowns/ Services cases escalated by the countries and the Central Teams
• Monitors and follows-up all technical support issues between Komatsu and relevant BIA Country organizations, acting as a single point of contact between OEM’s and BIA organization for technical topics
• Maximize BIA claim recoveries (all aspects: quantity, quality , leadtime)
• Comply with the OEM standards, obligations, tools and processes
• Challenge countries on OEM obligations to reach OEM standards
• Develop product support knowledge and expertise of BIA after market teams (including trainings)

What will be your responsibilities?

1. General
• Provide best in quality and in time technical support to After market internal customers.
• Ensure that the after market community complies strictly with all OEM’s claims and technical obligations
• Develop and maintains effective quality feedback processes to support the OEM’s.
• Ensure management and distribution of all technical information received from the OEM’s to the BIA Organization are in place and monitored.
• Prepare and submit required reports and feedback (including Action Plans, statistics and progress reports on Technical issues) to BIA local management and Group Technical Support Manager Komatsu.
• Perform state of the art claim files towards the OEM and maximize claim recovery. Monitor and supervise the full claim value chain : From claim submission to claim reimbursment to customers.
• Conduct regular meetings and organizes monthly reporting on Technical Support topics (Technical issues, FC’s, TSI’s, SIRs, PRR,etc) with OEM’s and with BIA aftermarket community
• Perform remote or on-site technical investigations on major technical issues respecting communication paths between BIA local team, OEM and customers. This includes regular visits on-site (Construction & mining job sites) to support resolution of issues with site teams and customers.
• Perform analysis and support deployment of digital solutions (Smartfleet, OEM programs..) to support technical investigations.
• Strict follow up of BIA and customers safety obligations

2. Communication
• Ensure full organizational alignment and related communication
• Facilitate and actively promote sharing of best practices across countries through the creation of a community of technical support teams.
• Escalate on-time high urgency/high visibility issues and blocking points to local Management and Group Technical Support Manager Komatsu
• Provide on a regular basis status of team workload, performance on defined KPIs, progress on projects to raise attention on current performance, workload, risks for the organization

3. Training
• Train, coach and improve technical competencies of the local technical teams
• Perform when required technical trainings

4. Projects
• Develop projects on technical scope based on organization needs

Who are we looking for?
Mechanical or Electro-mechanical Engineer diploma or equivalent in experience
Min 10 years’ experience as Technical Engineer on heavy machinery or similar environment

SOFT SKILLS

Technical and professional expertise
Result orientation
Customer focus
Developing & coaching other
Teamwork

TECHNICAL SKILLS

Knowledge of Komatsu
Knowledge of dealer’s processes
Customer Support oriented
Technical Support oriented
Process and KPI oriented
Presentation / training skills
Communication / Negotiating skills
What’s in it for you?
A permanent contract
A competitive salary and an interesting package of extra-legal benefits
A human sized company with international dimension, encouraging autonomy and team spirit
Cooperate in a team with experienced and passionate colleagues within a successfully growing family-owned company
Benefit from a challenging career opportunity with an extensive training program
In this challenging job you get the possibility to take initiative and further develop the function